James Merlino, MD, is president and chief medical officer of the strategic consulting division at Press Ganey Associates, Gainesville, FL. As an accomplished surgeon and industry leader in improving the patient experience, he oversees Press Ganey’s consultancy division, which helps providers improve the delivery of safe, high-quality care in a patient-centered environment. Previously he served as chief experience officer and associate chief of staff at the Cleveland Clinic health system, as well as a staff colorectal surgeon at the organization’s Digestive Disease Institute. He is the founder and president of the Association for Patient Experience, a nonprofit organization committed to enhancing the clinical, physical, and emotional healthcare environment. He was named to the 2015 Becker’s Hospital Review’s list of “50 experts leading the field of patient safety” and the 2013 HealthLeaders Magazine’s list of “20 people who make healthcare better.”